IT Support Technician - 6 Month FTC
PHYLLIS TUCKWELL HOSPICE CARE
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Benefits offered by this job
Job summary
Phyllis Tuckwell Memorial Hospice Ltd in Farnham is seeking an IT Support Technician for a 6 month fixed-term contract, with the potential to extend. The role supports Windows 11, Microsoft 365 and Active Directory, providing day-to-day Helpdesk assistance across sites in Farnham, Guildford and flexible working arrangements.
Hours are 18.75 per week, Monday to Friday 12:15–16:00. The successful candidate will join a small IT team, taking ownership of incidents and requests and delivering
Qualifications
- Experience providing first- and second-line IT support.
- Experience with Windows 11 and Microsoft 365.
- Experience managing Helpdesk tickets through to resolution.
- Experience administering Active Directory and Microsoft Entra ID.
Responsibilities
- Provide first- and second-line IT support for desktop hardware, software and core services.
- Take ownership of Helpdesk tickets and resolve incidents within timescales.
- Troubleshoot user accounts, authentication and access issues across AD and Entra ID.
- Assist with setup and troubleshooting of Windows 11 laptops and peripherals.
- Maintain ticket notes and update IT guidance as required.
- Escalate complex or security-related issues to senior IT staff.
Skills
Education
Tools
Job description
IT Support Technician 6 Month FixedTerm Contract (with the possibility of extending)
Salary: £17,441 per annum (£34,418 WTE basedon 37 hours per week)
Hours: 18.75 hours per week, Monday Friday 12.15pm-4.00pm
Location: Farnham / Guildford / Flexible working across sites
Would youlike to be part of an organisation thats dedicated to caring for the localcommunity?
We have an opening for an experienced ITSupport Technician to join our friendly and supportive IT Team on a fixed-termbasis, based at our site in Farnham, Surrey. You will provide additionalHelpdesk support during weekday afternoons, helping our staff and volunteersacross the organisation to resolve day-to-day IT issues promptly andeffectively. You'll work as part of a small, experienced team with strong peersupport and clear escalation routes, taking ownership of incidents and servicerequests and providing practical, hands-on assistance with Windows 11,Microsoft 365, user accounts, devices and connectivity.
If you would like to feel part of a welcoming and committed team,benefit from strong peer and managerial support, and make a valuablecontribution from the outset, we would be delighted to hear from you.
We are committed to creating a diverse and inclusive culture, with the principles of fairness and equality at its core. We are an equal opportunities employer, who values and respects our employees unique knowledge, skills and experiences.
- Experience providing first- andsecond-line IT support in a busy, multi-user environment, with the ability tobecome productive quickly.
- Practical experience supportingWindows 11, Microsoft 365, Active Directory and Microsoft Entra ID, includinguser accounts, access and authentication issues.
- Experience managing Helpdesk ticketsthrough to resolution, troubleshooting laptops, printers, peripherals andcommon connectivity issues.
- Strong problem-solving skills, withthe ability to work independently and as part of a team.
- A professional, customer-focusedapproach with a desire to continually improve systems and services.
- Excellent interpersonal andcommunication skills
For a full list of essentialrequirements, please refer to the job description and person specificationdocument.
Thisis a fixed-term role providing additional day-to-day IT support capacity duringweekday afternoons.
We are based in Farnham and Guildford, and provide bespoke, compassionate palliative and end of life care for people living with an advanced or terminal illness, across West Surrey and North-East Hampshire.
Phyllis Tuckwell is a very special place to work. Our staff make a real difference to the lives of our patients and their loved ones, providing outstanding care at a time that really matters. Our IT team members are pivotal in helping deliver our vital services, ensuring every day is precious for our patients.
The impact of our services on the lives of our patients and their families can be read about here:
https://www.pth.org.uk/our-care/helpful-information/patient-stories/
- Six weeks paid holiday plus public holidays
- Phyllis Tuckwell Group Personal Pension Plan (matched contributions up to 7.5%)
- Health Cash Plan Scheme
- Employee Assistance Programme
- Staff Benefit Scheme
- Blue Light Discount Card
- Ongoing professional development and training
- Practical experience supporting a varied range of users and IT systems
- Professional Growth
- Opportunities to share knowledge and develop existing technical support skills
- Diverse Training Courses
- Supporting colleagues across clinical and operational teams
- Equal Opportunities employer
- Flexible hours and flexible working
- Supportive colleagues
- 97% of our staff are proud to work for Phyllis Tuckwell*
*Phyllis Tuckwell Birdsong Hospice staff survey 2023
Thursday 26th or Friday 27th November 2026
We reserve the right to close the role ahead of the closing date should sufficient applications be received. Please note that we do not hold a sponsor licence and therefore are unable to provide sponsorship.
This post is subject to a Standard Disclosure and Barring Service check.
JOB DESCRIPTION: IT Support Technician
Post: IT Support Technician
Accountable to: Head ofIT
Job Purpose: To provide responsive, professional first and second-line ITsupport across Phyllis Tuckwell, providing additional Helpdesk capacity duringweekday afternoons.
The postholder will be anexperienced IT Support Technician who is able to quickly become familiar withPhyllis Tuckwell's IT environment and begin managing and resolving Helpdesktickets from the outset.
The role will provide hands-onsupport to users across the organisation, including troubleshooting Windows 11devices, Microsoft 365 applications and services, Active Directory andMicrosoft Entra ID accounts, access and authentication issues, printers, peripheralsand general connectivity.
The emphasis of the role is onproviding reliable day-to-day operational support and resolving incidents andservice requests efficiently, escalating more complex issues where appropriate.
1.0 Professional
1.1Providefirst and second-line support for IT hardware, software and core services,including Windows 11, Microsoft 365, Active Directory, Microsoft Entra ID,printers, peripherals and network connectivity.
1.2Takeownership of Helpdesk tickets, including logging, investigating, updating andresolving incidents and service requests within agreed timescales.
1.3Troubleshootuser account, authentication and access issues across Active Directory,Microsoft Entra ID and Microsoft 365.
1.4Undertakeroutine user administration including account creation and amendment, passwordresets, group membership and permissions changes, following establishedprocedures.
1.5Supportthe setup, configuration and troubleshooting of Windows 11 laptops devices.
1.6Assistwith new starter, leaver and role-change processes, ensuring users are providedwith the appropriate accounts, equipment and access.
1.7TroubleshootMicrosoft 365 applications and common end-user issues, including Outlook,Teams, OneDrive and Office applications.
1.8Providesupport for printers, docking stations, monitors, mobile devices and other userperipherals.
1.9Diagnosebasic network and connectivity issues and elevate infrastructure-relatedproblems where appropriate.
1.10Maintainaccurate and meaningful ticket notes, ensuring actions taken and resolutionsare clearly recorded.
1.11MaintainIT asset records and equipment inventories where required.
1.12Escalatecomplex, security-related or infrastructure issues to the appropriate member ofthe IT team or third-party supplier.
1.13Followestablished IT procedures, security controls and processes for accessmanagement, software installation, patching and safe use of systems.
1.14Supportroutine IT housekeeping and operational tasks as required.
a) Team
2.1Work collaboratively withcolleagues within the IT team, contributing to the effective management of theHelpdesk workload.
2.2Share relevant technicalknowledge and contribute to the maintenance of support documentation andknowledge-base information.
b) Personal
2.3Maintain current knowledgeof the Microsoft technologies and end-user systems relevant to the role.
2.4Participate in relevanttraining where required to maintain competence in support tasks.
3.1Remain informed about common technology issues, knownproblems and available solutions to support effective troubleshooting andincident resolution.
Role holders are required to understand their responsibilities in thesafeguarding context, ensuring that Phyllis Tuckwell reduces the risk of harmor abuse of adults and children at risk.
Youare required to
- adhere to PhyllisTuckwells Safeguarding Policy (held on the NEST), which supports the localauthoritys multi agency safeguarding policy, the law (Care Act 2014) andMental Capacity Act 2005 (including Deprivation of Liberty Safeguards).
- inform theappropriate PT professional where there is concern that an adult or child maybe at risk of harm, abuse, or neglect.
Phyllis Tuckwell is committed to an Equal Opportunitiesapproach, valuing, and respecting everyone as individuals, with diverseopinions, cultures, lifestyles, and circumstances.
Thisjob description is underpinned by Phyllis Tuckwells philosophy, culture, andcore values, which actively embrace diversity and inclusion and promotes totalteam spirit.
Thisjob description is current and subject to yearly review in consultation withthe jobholder. It is liable to reflect and anticipate necessary changesto support the PT strategy.
- IT-related qualification or equivalent experience
- Awareness of UK GDPR, information security and the importance of protecting confidential information.
- Able to recognise potential cyber security incidents, suspicious activity or risky user behaviour and elevate appropriately.
- Understands the importance of following established access-management and security procedures.
- Ability to work effectively as part of a small and busy IT team.
- Self-motivated and able to manage an assigned Helpdesk workload with limited supervision.
- Flexible and adaptable, with a willingness to assist colleagues as required.
- Comfortable joining an established environment and becoming productive quickly.
- Clear, confident and patient communication skills when supporting users with differing levels of technical knowledge.
- Ability to explain technical issues in straightforward language.
- Ability to build positive working relationships with colleagues, volunteers and external suppliers.
- Professional and customer-focused approach to IT support.
- Ability to produce clear and concise Helpdesk ticket updates and technical notes.
- Ability to document solutions and update IT guidance or knowledge-base information where required.
- Methodical and accurate approach to troubleshooting.
- Able to investigate problems logically and identify appropriate solutions.
- Able to prioritise competing Helpdesk tickets according to impact and urgency.
- Ability to follow established procedures while using appropriate judgement when troubleshooting unfamiliar issues.
- Accurate and clear recording of work undertaken and resolutions provided.
- Willingness to undertake relevant training where required.
- Demonstrable experience providing first and second-line IT support within a multi-user environment.
- Hands-on experience supporting Windows 11 devices and resolving common operating system, application, hardware and user-profile issues.
- Practical experience administering Microsoft Active Directory, including user accounts, password resets, group membership and routine access-management tasks.
- Practical experience administering Microsoft Entra ID, including user accounts, authentication and access-related issues.
- Good working knowledge of Microsoft 365, including supporting common user issues with Outlook, Teams, OneDrive and Microsoft Office applications.
- Experience working with a Helpdesk or IT service-management system and taking ownership of incidents and service requests through to resolution.
- Experience setting up and troubleshooting laptops, monitors, docking stations, printers and other common end-user equipment.
- Ability to troubleshoot common network and connectivity issues and identify when escalation is required.
- Confident working with:
- Microsoft Active Directory
- Microsoft Entra ID
- Microsoft 365
- Windows 11
- IT Helpdesk / ticketing systems
- Standard desktop and laptop hardware
- Able to quickly become familiar with organisational systems and established support processes.
Disclosure and Barring Service Check: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Phyllis Tuckwell Memorial Hospice Ltd
Waverley Lane
Farnham
GU9 8BL
United Kingdom
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